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Customer assurance

At IWNL, we pride ourselves in offering you the highest possible quality of customer service and simple & transparent pricing. We have a dedicated UK customer service team attending to the needs of all businesses connected to our water and wastewater networks.

To find out more about our Codes of Practice and Guaranteed Standards, please see our useful documents section below. Should you need to get in touch, please do not hesitate to contact us.

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Water licence

As an independent water company, we can serve sites in all areas run by an incumbent regional water company across England and Wales. We are regulated by Ofwat (The Water Services Regulation Authority) and adhere to the Codes of Practice and Guaranteed Standards for water companies. Our licence enables us to operate public water and sewerage networks under the Water Industry Act 1991.

Where we are appointed by a developer, a New Appointment Variation (NAV) is made by Ofwat. IWNL owns and operates the water and wastewater network in these areas, providing services including supply of water, wastewater services, metering, and billing. IWNL has all the same duties and responsibilities as the previous statutory water company.

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Open water market

April 2017 saw the biggest change in the water sector for almost 30 years. That’s because the retail water market opened, allowing an estimated 1.2 million businesses, charities and public sector organisations the freedom to choose their water and wastewater retailer.

Open Water was the name given to the programme set up by UK Government to open the water retail market for businesses, charity and public sector customers in England from April 2017. The Open Water programme is led by three partner organisations, Ofwat, Defra and MOSL, working with existing water companies across England, Scotland and Wales, as well as companies who wish to become a licensed retailer now that the market has opened. Visit Open Water Website.

 

MOSL

MOSL is the market operator for the non-household water market in England. They support the Open Water programme by working with Defra and Ofwat on behalf of their members. MOSL’s role is to deliver the operational capability needed to support the efficient operation of the new market

Allowing business customers to choose between retailers will lead to more competitive pricing, improved customer service and the flexibility to negotiate better deals and rates with existing suppliers.

Find out more

Video

Set up your account

How to set up your online account

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Video

Discoloured water

Help and advice if you exeprience discoloured water

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Video

Trade effluent

Help and advice on your business sewerage

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Document

Wholesale Charges Scheme 2021-2022 Final – Download

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Charging Scheme for Alton Brewery 2021-2022 – Download

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Charging Scheme for Anglian Water 2021-2022 – Download

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Charging Scheme for Ashby Road and Goscote Lane 2021-2022 – Download

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Charging Scheme for Bidwell and Fishers Green 2021-2022 – Download

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Charging Scheme for Bishops Stortford and Nestles Avenue 2021-2022 – Download

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Charging Scheme for Bristol Water 2021-2022 – Download

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Charging Scheme for Castle Hill and Eastern Quarry 2021-2022 – Download

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Charging Scheme for Chesterfield Road 2021-2022 – Download

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Charging Scheme for Essex Suffolk 2021-2022 – Download

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Charging Scheme for Forgewood and NES Crawley 2021-2022 – Download

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Charging Scheme for Gascoigne West 2021-2022 – Download

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Charging Scheme for Goodmores Farm 2021-2022 – Download

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Charging Scheme for Harbour Place, Spires, Windmill Views and Shopwhyke Lakes 2021-2022 – Download

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Charging Scheme for Lincolnshire Lakes 2021-2022 – Download

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Charging Scheme for Martello Lakes, Archers Court Road and Folkestone Seafront 2021-2022 – Download

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Charging Scheme for Naisberry Farm 2021-2022 – Download

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Charging Scheme for Newmarket Road 2021-2022 – Download

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Charging Scheme for Northumbrian 2021-2022 – Download

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Charging Scheme for Oakwood Park, Turpins Farm and Weeley Road 2021-2022 – Download

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Charging Scheme for Severn Trent Water 2021-2022 – Download

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Charging Scheme for Southern 2021-2022 – Download

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Charging Scheme for South East 2021-2022 – Download

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Charging Scheme for Thames Water 2021-2022 – Download

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Charging Scheme for United Utilities 2021-2022 – Download

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Charging Scheme for Yorkshire Water 2021-2022 – Download